KYC & Quality Analyst at d.light

Job Description

The job holder will be responsible for doing evaluations on each representative in various functions and be able to give constructive feedback and coaching with a view to enhancing customer experience.

R&Rs

• Monitor and evaluate touch point representatives.
• Provide feedback to representatives with regards to their quality performance
• Complete feedback sheets
• Identify and escalate training needs
• Report Deviance from Standard Operating Procedures to Supervisors
• Coach CSRs
• Evaluate and recommend processes and procedures of Operations Divisions
• Conduct trend analysis
• Handle escalated queries
• Manage and monitor QA system
• Identify and contribute to quality initiatives
• Prepare quality reports
• Regularly report to the various functional teams on employee performance evaluations specific to observations conducted through quality monitoring and screening activities.
• Develop and maintain evaluation criteria
• Research quality standardsDocument gaps identified in audit ratings vs QA ratings

Requirements

• Minimum first degree in social sciences or a business-related field
• An additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.
• 3 years of working experience at the Call Centre or in the Service Industry
• Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage
• Excellent interpersonal skills
• Ability to motivate to produce results
• Excellent oral and written communication skills
• Dependability
• Multi-tasking